Kansas Commissioner Issues Complaint Ratio Report

August 12, 2005

Kansas Insurance Commissioner Sandy Praeger on Friday
released the 2004 Consumer Complaint Ratio Report which tracks complaints and questions about insurance companies licensed to do business in the State of Kansas.

During 2004, the Kansas Insurance Department closed 5,012 complaints involving insurers. A “complaint” is a written expression
of grievance against an insurance company. The report includes accident and health, annuity, auto, health maintenance organizations (HMOs), homeowner, life and long-term care.

Auto complaints were the highest in 2004 at 39 percent, followed by accident and health at 29 percent. Homeowners’ complaints were 14 percent, with life insurance at 9 percent, HMOs at 5 percent, long-term care at 3 percent, and annuities at 2 percent.

Sixty-three percent (63 percent) of the total complaints dealt with problems relating to claims handling. Other problem areas were underwriting (18 percent), policyholder services (15 percent) and marketing and sales (4 percent). Claims handling problems were identified as unsatisfactory claim settlement/offer (46 percent); denial of the claim (27 percent); and claim delays (21 percent).

For a complete copy of the report, visit the Kansas Insurance Department’s Web site at www.ksinsurance.org or call 1-800-432-2484.

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